Understanding consumer awareness and satisfaction with the Commission for Complaints for Telecom-television Services (CCTS/Nanos) – Nanos Research


Nanos Research | 2024-07-10 12:08:47

Established in 2007 by several telecommunications service providers, the Commission for Complaints for Telecom-television Services (CCTS) is an independent telecommunications consumer agency. Its mandate and structure were approved by the Canadian Radio-television and Telecommunications Commission (CRTC). The mandate of the CCTS is to resolve and report on consumer complaints regarding phone, internet and TV subscription services. Telecommunications Service Providers (TSPs) and licensed Television Service Providers (TVSPs) are required by the CRTC to participate in the CCTS. The CCTS is also tasked with resolving complaints related to the CRTC consumer protection codes,[1] including tracking and reporting on any breaches of these codes.

A crucial aspect of the CCTS’ effectiveness is public awareness as this increases consumers’ ability to seek recourse with the CCTS and allows the CCTS the opportunity to help Canadians where it can. While the CCTS is best positioned to determine which initiatives can best improve awareness, the CRTC expects that the CCTS will measure the effectiveness of its Awareness Plan on an ongoing basis. The CRTC also requires service providers to use various communication methods to inform consumers about the CCTS, and expects the CCTS to regularly assess the compliance of participants with their promotional obligations and to continue with general awareness activities, including promotion on social media and outreach to consumer groups.

The specific research objectives are as follows:

  • Gauge Canadian consumers’ current level of awareness about the CCTS;
  • Measure satisfaction with the CCTS among consumers who have utilized its services; and,
  • Understand what other consumer complaint or protection services or organizations Canadian consumers are utilizing.

The survey is comprised of 1,301 Canadians, 18 years of age and older, who have a subscription to at least one of the following services: wireless mobile service plans, home phone service plans, Television service plans, or Internet service plans. The survey was conducted across Canada in each province and territory.

The telephone survey sample was drawn from random recruitment by RDD dual frame (land-and cell-lines) and respondents were administered the survey online by live agents.

The fieldwork was conducted between January 31st and February 19th, 2024. The margin of error for a random survey of 1,301 individuals with a telecommunications service subscription is plus or minus 2.7 percentage points, nineteen times out of twenty.

To view the full report in English, click here

To view the full report in French, click here

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